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A work schedule, no matter how well constructed, is only as good as the adherence to the schedule… So, how do we measure schedule adherence? 

Schedule Adherence equals the hours that an analyst is actually available for or delivering customer service – that is logged into the ACD or ITSM system ready to accept customer inquiries - divided by thehours that an analyst is scheduled to be available to accept customer contacts. 

As an example, let’s assume that Jerry is scheduled to work the chat line from 8:00 AM to 11:30 AM and from 12:30 PM until 4:30 PM.  

Jerry was scheduled to work 3.5 hours in the morning, and 4.0 hours in the afternoon. However, Jerry worked only 3 hours in the morning and 3.5 hours in the afternoon.  

The calculated schedule adherence for Jerry on this particular day is therefore 86.7% (6.5 hours worked divided by 7.5 hours scheduled). 

The power of schedule adherence is underrated by many service desks. As a result, only about 40% of service desks actively track this metric.  

However, good schedule adherence can dramatically improve service levels and reduce cost per ticket! 
Learn more in the HDI Metric of the Month!

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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